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    DOMESTIC DELIVERY INFORMATION


    What Delivery Options Do I Have?

    Currently, Balsam Hill offers free delivery on all orders within Australia.


    When Will My Order Ship?

    Please note that due to certain public holidays and warehouse closures in Australia, below are days during which our warehouse in Australia will not be delivering:

    • Sunday, December 22, 2019 through Wednesday, January 1, 2020
    • Monday, January 27, 2020
    • Friday, April 10, 2020
    • Monday, April 13, 2020
    • Monday, June 8, 2020
    • Monday, October 5, 2020
    • Wednesday, December 23, 2020
    • Thursday, December 24, 2020
    • Friday, December 25, 2020
    • Monday, December 28, 2020

    When can I expect my product to arrive?

    Due to the Covid-19 pandemic, the operations of our delivery partner Australian Post/Startrack have been impacted in a number of locations. Please understand that the delivery time frame below may not be met and expect delivery delays. To learn more about actions taken by Australian Post, please click here.

    Balsam Hill wants you to receive your products as soon as possible. In many cases, products will arrive within 5 business days for metropolitan areas and 7-8 business days for other areas.

    We guarantee delivery before Christmas based on the following order timeline:

    • Sydney, Brisbane, and Melbourne metro areas: order by midnight on 17 December 2020
    • Other areas: order by midnight on 13 December 2020
    • Other areas (excluding WA 6, 7, 8, 9): order by midnight on 13 December 2020
    • WA 6, 7, 8, and 9 (Western Australia, Tasmania, and Northern Territory): please contact our customer service team after 13 December 2020 to ensure prompt delivery before Christmas

    All orders placed after 17 December 2020 will not arrive by Christmas.


    What Are My Delivery Charges?

    Delivery is free.


    Delivery To PO Boxes

    We currently are unable to deliver to PO boxes. Please supply a physical mailing address when filling out your delivery information.


    Can I Delay My Shipment To A Certain Date?

    We do not offer a delayed delivery option at this time.


    My Package Was Damaged Or Lost During Shipment.

    If you have not received your package after the date that Australia Post or StarTrack estimated the package to be delivered, please contact us. If there is a tracking number that shows the package in transit, but not moving after a certain date, we will follow up with Mainfreight and will provide you with an update within 24 business hours.

    If your tracking number shows that your package was delivered, but you did not receive it, please contact us. If your order contained more than one box, we will need to get the tracking numbers of the boxes that were received. We will work with Australia Post or StarTrack and get back to you with a solution within 24 business hours.


    An Item Is Missing From My Shipment.

    Click the My Account/Order Status link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    My Product Is Missing Parts.

    Click the My Account/Order Status link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    My Order Never Arrived.

    Click the My Account/Order Status link at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    I Received The Wrong Product.

    If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product.